Customer Experience

4.8

5 out of

438

meetings

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Customer relations team designing an omnichannel journey inspired by luxury standards during an On Train training session
Customer relations team designing an omnichannel journey inspired by luxury standards during an On Train training session

Train your teams in Customer Relationship Management and Customer Experience

Train your teams in Customer Relationship Management and Customer Experience

Train your teams in Customer Relationship Management and Customer Experience

Equip your teams with luxury customer relationship practices that can be applied across all industries, while providing your leadership with measurable management of customer satisfaction, loyalty, and NPS.

Our Expert Trainers

Our Expert Trainers

Currently serving within the market's most innovative companies, our experts share their methodologies, successes, and challenges. They provide actionable insights into customer relations, omnichannel experiences, and client retention, drawing inspiration from the principles of the luxury sector.

Floriane Gervereau

Directrice Marketing

Corinne Sfeir

Senior Manager Customer Service

Benoit Miegeville

Enterprise, Sales Lead-Data, AI & ML

Customer Relations and Experience Training Program

Customer Relations and Experience Training Program

Part 1 - Key Principles of Exceptional Client Relations

Delivering an Exceptional Customer Experience

  • Understand luxury customer relationship standards and apply them across any industry

  • Leverage CRM systems to deliver tailored interactions and anticipate client needs

  • Master the etiquette and behaviors that enhance brand image, such as the refined presentation of documents

Creating positive and memorable experiences

  • Transforming simple interactions into extraordinary moments (the "Wow" effect)

  • Implementing processes that ensure a consistent experience

  • Analyzing positive emotional drivers and points of friction

Customer relations team engaging in a hands-on workshop focused on a customer experience plan during an On Train training session
Customer relations team engaging in a hands-on workshop focused on a customer experience plan during an On Train training session

[WORKSHOP]

Hands-on Group Workshop

Participants practice using real-world scenarios from their company's front-of-house and customer service operations, incorporating luxury industry standards, accompanied by feedback from both the group and the trainer.

Part 2 - Personalized Experience, Customer Retention, and Performance Management

Omnichannel Strategies and Digitalization of the Customer Experience

  • Ensure a consistent brand image across all touchpoints (in-person, online, phone)

  • Leverage CRM and AI (interaction summaries, conversational assistants) to enhance the customer experience while maintaining a human touch

  • Manage complaints and recurring pain points

Client Retention and Exclusivity

  • Establish exclusive loyalty programs that foster a sense of belonging

  • Develop emotional engagement strategies to strengthen client relationships

  • Track NPS, customer satisfaction, and retention metrics within an executive dashboard

Customer relations team engaging in a hands-on workshop focused on a customer experience plan during an On Train training session
Customer relations team engaging in a hands-on workshop focused on a customer experience plan during an On Train training session

[WORKSHOP]

Practical Group Workshop

Each participant will develop their own "Customer Experience Plan" inspired by luxury industry standards: an omnichannel journey comprising at least three touchpoints within their organization, personalization initiatives, a loyalty program, and monitoring metrics (NPS, retention).

4.5

/5

La formation était particulièrement concrète et directement applicable à nos problématiques métier. Emmanuelle a été une excellente trainer : son double profil technique et marketing lui permet de parfaitement comprendre nos enjeux et d’adapter ses recommandations à notre contexte. Elle a fait preuve de beaucoup de pédagogie, de disponibilité et les échanges ont toujours été très enrichissants. Cette formation nous a permis de monter rapidement en compétences sur des sujets que nous pouvons désormais mettre en pratique au quotidien. Un grand bravo à l’équipe On Train pour la qualité de l’accompagnement et pour avoir trouvé une trainer aussi pertinente.

4.5

/5

La formation était particulièrement concrète et directement applicable à nos problématiques métier. Emmanuelle a été une excellente trainer : son double profil technique et marketing lui permet de parfaitement comprendre nos enjeux et d’adapter ses recommandations à notre contexte. Elle a fait preuve de beaucoup de pédagogie, de disponibilité et les échanges ont toujours été très enrichissants. Cette formation nous a permis de monter rapidement en compétences sur des sujets que nous pouvons désormais mettre en pratique au quotidien. Un grand bravo à l’équipe On Train pour la qualité de l’accompagnement et pour avoir trouvé une trainer aussi pertinente.

4.5

/5

La formation était particulièrement concrète et directement applicable à nos problématiques métier. Emmanuelle a été une excellente trainer : son double profil technique et marketing lui permet de parfaitement comprendre nos enjeux et d’adapter ses recommandations à notre contexte. Elle a fait preuve de beaucoup de pédagogie, de disponibilité et les échanges ont toujours été très enrichissants. Cette formation nous a permis de monter rapidement en compétences sur des sujets que nous pouvons désormais mettre en pratique au quotidien. Un grand bravo à l’équipe On Train pour la qualité de l’accompagnement et pour avoir trouvé une trainer aussi pertinente.

4.5

/5

La formation était particulièrement concrète et directement applicable à nos problématiques métier. Emmanuelle a été une excellente trainer : son double profil technique et marketing lui permet de parfaitement comprendre nos enjeux et d’adapter ses recommandations à notre contexte. Elle a fait preuve de beaucoup de pédagogie, de disponibilité et les échanges ont toujours été très enrichissants. Cette formation nous a permis de monter rapidement en compétences sur des sujets que nous pouvons désormais mettre en pratique au quotidien. Un grand bravo à l’équipe On Train pour la qualité de l’accompagnement et pour avoir trouvé une trainer aussi pertinente.

4

/5

Très concrète et constructive, vivante et très instructive

Vanessa — Sales Manager chez TF1 Publicité

4

/5

Très concrète et constructive, vivante et très instructive

Vanessa — Sales Manager chez TF1 Publicité

4

/5

Très concrète et constructive, vivante et très instructive

Vanessa — Sales Manager chez TF1 Publicité

4

/5

Très concrète et constructive, vivante et très instructive

Vanessa — Sales Manager chez TF1 Publicité

Frequently Asked Questions

Frequently Asked Questions

Why choose On train over other types of training?

How do you select your trainers?

What are the financing options for training programs?

What is On train's teaching method?

Customer relations team designing an omnichannel journey inspired by luxury standards during an On Train training session
Customer relations team designing an omnichannel journey inspired by luxury standards during an On Train training session

Customer Experience

4.8

5 out of

438

meetings

Draw inspiration from luxury standards to foster customer loyalty, optimize your NPS, and drive sustainable growth, regardless of your industry. Fully hands-on workshops integrating CRM and AI for your Customer Service, Customer Success, and Sales teams. Qualiopi-certified training, eligible for OPCO funding.

Customize this training theme

Learn from the top industry experts, current leaders

Custom training tailored to your specific objectives

Practice with real cases from your sector and your industry

Custom format individual/workshops/collective in-person/remote

Customer relations team designing an omnichannel journey inspired by luxury standards during an On Train training session
Customer relations team designing an omnichannel journey inspired by luxury standards during an On Train training session
Customer relations team designing an omnichannel journey inspired by luxury standards during an On Train training session
Customer relations team designing an omnichannel journey inspired by luxury standards during an On Train training session

Contact us

Contact us

Your tailor-made training, delivered by experts currently working in leading tech and AI companies.

Contact us

Your tailor-made training, delivered by experts currently working in leading tech and AI companies.

Contact us

Customer Experience

4.8

5 out of

438

meetings

Customize this training theme

Customer Experience

4.8

5 out of

438

meetings

Customize this training theme